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Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us:

• Letter - Financial Solutions Helpline Limited,
  59-61 Farringdon Road,
  London,
  EC1M 3JB,
  Registration Number - 09186327,
  FCA temporary permission number FRN: 834651
  
• Email - complaints@financialsolutionshelpline.co.uk
• Phone- +44 020 7193 4910 and ask for the Compliance Officer

Acknowledging your complaint:

We will acknowledge your complaint in writing within 24 hours. We will send a summarised response, explaining your options within 5 business days from receipt of your complaint.

Investigating your complaint:

Your complaint will be investigated by the Compliance Officer. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.

If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision:

We will write to you with a full account of our investigation and our decision.

Financial Ombudsman Service:

The Ombudsman offers and independent review service. If you are dissatisfied with our response, you can ask the Ombudsman to review your case at no cost. You can find out more information at www.financial-ombudsman.org.uk